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Alemba Service Manager vs BMC Helix ITSM comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
641
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
Alemba Service Manager
Average Rating
7.4
Reviews Sentiment
6.3
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (33rd)
BMC Helix ITSM
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
Help Desk Software (9th), IT Service Management (ITSM) (8th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
reviewer1099623 - PeerSpot reviewer
ICT Analyst at a energy/utilities company with 5,001-10,000 employees
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
KN
Senior Application Developer BMC at Balfour Beatty
Self-service portal significantly reduces resolution time and transforms service process with advanced features
We initially had a lot of tickets generated via the service desk through calls and emails. Now, we have almost moved out of email creations by introducing the DWP features on the Studio pages, with about 90% of the tickets coming in via our self-service portal. Recent upgrades offer different types of views for particular business lines, which was missing earlier. The new landing pages have allowed us to add banners, images, and internal videos, encouraging most customers to use these DWP self-service features. Resolution time has decreased significantly since implementing the self-service portal. Additionally, the availability of knowledge articles, chatbots, and the new Helix GPT feature has improved service processes.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Our workforce has limited capacity, and by adding this solution we can increase the amount of work coming in without adding to our workforce."
"Very comprehensive with different platforms especially SAP and Oracle EBS."
"We have automated over 2000 man-hours."
"Automate Anywhere can just mimic what a human does."
"Automation Anywhere's OCR functionality stands out as the most valuable feature for us, as it allows us to swiftly extract data for repetitive tasks, significantly boosting our efficiency."
"Automation Anywhere is a decent competitor and gives a better solution."
"By using SNMP configurations and Excel, I was able to read the mail. I used this functionality to categorize the fabric, then I used this information to correlate the value to Jira along with Excel."
"Having a cloud-based deployment provides more flexibility because we just need an internet connection for connecting the agent into the AA cloud."
"The workflow is very good, as well as customizable."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"From the time we started using vFire, we were able to ensure continuity tracking of Service Tickets (incident and request fulfillment-related)."
"Incident Management is the most valuable feature of the solution."
"We use this tool for managing tickets, other employee related services, and reporting purposes."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"To me, I would say this is one of the best solution for Enterprise customers to fulfill their business needs."
"It has the power to automatize several different tasks in the ITSM world."
"It's a very integrated solution."
"In general, for incident management, it's okay."
"We have seen year over year customer satisfaction improvement for the last five years."
"Customer support is always fantastic and willing to help. No matter what time of day we have a problem."
 

Cons

"Bringing a DevOps model for bot implementation integrated through private bot store might be a good idea to improve the tool."
"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult."
"We encountered issues during the upgrade of the framework. We were using the older framework of version 10.3.5. When we were upgrading, we were having a few issues in terms of getting the proper hardware and software prerequisites. For some things, like getting the controls of some of the application's tools, we were getting Automation Anywhere's help."
"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."
"For future prospects, this tool should 80 percent deal with neural networks, deep learning, and artificial intelligence and that has to be integrated a lot. As these are future skills, these integrations will help us take the tool to take to the next level."
"AA has many features but the issue is with the loss of overhead on computing resources."
"Even though the product is easy to use, there are some challenges when we move across different environments; there's a lot of setup needed."
"The product is not working sometimes with the methods we prefer."
"We had issues with the user interface, the way it was structured wasn't that user-friendly."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The product should improve its ability to integrate with third-party tools."
"The reporting needs to be improved."
"Compared to ServiceNow, BMC Remedy is somewhat "closed." I can go to the ServiceNow website and learn everything there is to know about the product, and training is available. That really wasn't available with BMC Remedy."
"Their customer service catalog (where a customer can order some products) could be improved. This product is not the best, but they are working on it."
"The reports need improvement, it is not a good functioning tool."
"Helix needs to enhance some of its functionality with the latest technology. For example, Helix could improve its chatbot automation to automate more use cases."
"There is a text editor that we use to enter our incident description or service request description, and it should be richer in terms of features."
"It takes a long-time to plan and deploy the on-premise solution."
"Working with numerous processes can be complex, and the processes are not always transparent in the solution."
"Certain features can be improved. We find ourselves having to make a lot of customizations to make things work for us."
 

Pricing and Cost Advice

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."
"Time-wise: We have saved hundreds of thousands of hours."
"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."
"In terms of pricing, this is a good product."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"The product is much cheaper than ServiceNow."
"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"The price of BMC Helix ITSM is expensive."
"It's a yearly subscription but there are a couple of customers who go for the monthly subscription."
"There are licenses to use this solution."
"It is costly, but it is well worth it."
"BMC is a little bit cheaper than ServiceNow, but BMC doesn't have the same capabilities in its entry-level product at the moment. The basic version does not have the DWP features that most of our customers are requesting."
"If Customer and IT agents are happy, that is one of the greatest ROI. However, one of the major factors is Leadership, because at the end they have to justify the cost."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
13%
Manufacturing Company
10%
Construction Company
8%
Government
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
No data available
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise14
Large Enterprise55
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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What needs improvement with BMC Helix ITSM?
Although BMC Helix ITSM is a strong enterprise platform, there are areas where it could be improved. One key area is ...
What is your primary use case for BMC Helix ITSM?
My main use case for BMC Helix ITSM is validating and automating core ITSM workflows, such as incident, change, and s...
What is your experience regarding pricing and costs for BMC Helix ITSM?
My thoughts on the pricing and licensing cost of BMC Helix ITSM are that it is flexible.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
vFire
Remedy ITSM, Remedy, Helix Remedy, BMC Helix IT Service Management
 

Interactive Demo

 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Find out what your peers are saying about Alemba Service Manager vs. BMC Helix ITSM and other solutions. Updated: June 2026.
900,838 professionals have used our research since 2012.